COMPLIMENTARY
Free introductory audit
A focused 45-minute call on one commercial question, with a deck or PDF takeaway. No commitment to a paid engagement.
Request the free auditREPUTATION
Build trust. Learn from what guests say.
A hotel’s reputation is shaped one experience and one response at a time. We help turn guest feedback into a clearer picture of what to improve and what to amplify.
WHAT WE CAN HELP WITH
From the idea
to the detail.
- Review and reputation assessment
- Response guidelines and tone of voice
- Guest feedback analysis and recurring themes
- Review collection journey recommendations
- Reputation monitoring workflows and team playbooks
WHAT YOU LEAVE WITH
A defined outcome.
A reputation action plan, response guidance and a practical approach to learning from feedback.
WHEN IT MAKES SENSE
Inconsistent review responses, recurring guest concerns or a property whose online reputation does not reflect its strengths.
Deliverables, fees and timing are agreed in a written scope before work begins.
SOUND FAMILIAR?
Signs it may be time to talk.
Reviews are both a marketing asset and an operational signal. We treat them as both, using platform-compliant practices throughout.
WHO IT HELPS
Hotels whose review scores, response quality or feedback processes are not reflecting the stay they deliver, or who want guest insight to inform operations.
- The same complaints keep appearing in reviews, month after month.
- Review responses depend on who happens to be on shift.
- Negative reviews sometimes wait days for a reply.
- Guests who enjoyed their stay rarely leave feedback.
ILLUSTRATIVE SCENARIOS
How we could help.
These are examples of situations we commonly see and how we would approach them. They are not completed client projects, and every engagement is scoped to the property.
The same complaints, again and again
- THE SITUATION
- Similar issues appear repeatedly across review platforms, but the team treats each one individually and the underlying cause remains.
- WHAT WE WOULD DO
- We would identify recurring themes, connect them to their operational causes and help the hotel prioritise the improvements that matter most to guests.
- THE AIM
- Fewer repeat complaints, because the cause has been addressed rather than just the review.
Inconsistent or delayed responses
- THE SITUATION
- Review responses vary in tone and timing, and nobody is clearly responsible for difficult cases.
- WHAT WE WOULD DO
- We would create a response framework, tone guidance, an escalation process and clear responsibilities for the team.
- THE AIM
- Timely, on-brand responses, with difficult reviews reaching the right person quickly.
Happy guests stay quiet
- THE SITUATION
- Most guests leave satisfied, but few share feedback, so a small number of reviews shape how the hotel appears online.
- WHAT WE WOULD DO
- We would improve the timing and wording of feedback requests using platform-compliant practices, inviting every guest equally, without review gating or selective solicitation.
- THE AIM
- A fuller, more representative picture of the guest experience.
WHAT WE CAN DELIVER
Practical outputs, agreed in scope.
Delivered as a focused project, with optional ongoing support for reporting and response guidance.
Please do not share guest data or system passwords through the enquiry form. We will agree a secure way to exchange information once a scope is in place.
- Review and sentiment analysis
- Response templates and tone guidance
- Feedback request processes
- Escalation guidance and responsibilities
- Reputation reporting
ENGAGEMENT OPTIONS
Start where it makes sense.
Every option begins with a conversation. Fees, deliverables and timing are confirmed in a written scope before paid work begins.
PAID DIAGNOSTIC · FROM USD 2,000
The Fourth Key Audit™
A full commercial review across four pillars and sixteen criteria, with a score, Signature Shape and 90-day plan.
Explore the AuditPROJECT OR ONGOING
Scoped project or Advisor
A defined reputation project, implementation through Build, or ongoing senior support through the Fourth Key Advisor™.
See advisory optionsDo you write or post reviews?
No. We never create, incentivise or manipulate reviews. We help you analyse feedback, respond well and build compliant processes that encourage genuine guests to share their experience.
Can you manage our review responses?
We typically build response frameworks, tone guidance and templates for your team. Ongoing response support can be discussed as part of a scoped engagement.
What do you need to analyse our reputation?
Links to your review profiles and, where available, exports from your review or survey tools. Public reviews give us a starting point even before access is shared.
CONNECTED SERVICES
The next piece of the picture.
Explore the disciplines that work alongside reputation.
Brand
Positioning, identity and creative direction that make your hotel unmistakably yours.
Explore BrandMarketing
Direct booking specialists: traffic acquisition at the top of the funnel, conversion at the bottom.
Explore MarketingGuest Experience
Guest journeys and communications that carry your brand through every stay.
Explore Guest ExperienceRevenue
Pricing, distribution and commercial optimisation built around your property.
Explore RevenueTechnology
RFPs, vendor selection, implementation and integrations that make the stack work.
Explore TechnologyYOUR NEXT CHAPTER
Let’s talk about reputation.
Tell us where your property is today and what you want to change.